The questions:
You are a colleague working on the shop floor in a Sainsbury’s store. Your Team Leader has asked you and your colleague to work in the pet-food section. You have 8 hours to put 400 cases of pet-food onto the shelves. You agree with your colleague to do 200 cases each. However, half way through the shift, your colleague thinks they are doing more work than you. The colleague tells you that they want you to do some of their cases.
What is the very best/worst course of action?
1)Explain to your colleague that it is fair that you each do 200 cases.
2)The workload is fair so ignore your colleague.
3)Swap with another colleague so they work with them instead.
4)Report the situation to your Team Leader immediately.
I went for 1) is best and 4) is worst
You are working on the shop floor at a Sainsbury's store. Today you are supporting a colleague on the kiosk, which sells tobacco, lottery tickets and cigarettes. You know that you should be aware of serving underage customers. It is late on a Friday evening and you are at the end of a long 8 hour shift. You are not certain that a customer is old enough to buy cigarettes and they have no ID to prove it.
What is the very best/worst course of action?
1)Explain to them why you are unable to sell them the product and that if they come back with ID then you would be happy to serve them.
2)Explain to them that they should bring their ID in future but you will serve them the cigarettes this time.
3)Explain to them that they should not try to buy cigarettes without ID.
4)Explain to them why you are unable to sell them the cigarettes today.
1) is best and 2) is worst I put
You are working in a Sainsbury's restaurant. One of your tasks is to make sure there are enough clean cups and plates. Your colleague, who is new, is working in the dishwashing area and doing the job well, but working very slowly. There are not many clean plates and cups left and this will mean that customers may have to wait longer for their food.
What is the very best/worst course of action?
1)Explain to them why they need to clean the plates quicker showing them how best to do this.
2)Put someone else in there to help out.
3)Suggest that the colleague does a different job.
4)Let your Team Leader know that the colleague is working very slowly.
I put 1) is best and 2) is worst as youre wasting human resources?
You are supporting your colleagues on the checkouts at a Sainsbury’s store. As part of this role you try to encourage customers to reuse their bags. Sainsbury’s also offer a range of ‘freezer bags’ and ‘bags for life’ which customers can buy. Bags for life can be replaced if the customer returns one that is torn or broken A customer complains that their ‘bag for life’ is damaged.
What is the very best/worst course of action?
1)Call your Team Leader to explain to the customer what they can do.
2)Apologise and offer them a replacement; remind them what a ‘bag for life’ means. 3)Apologise to the customer; explain they can get a replacement from the customer service desk.
4)Apologise and offer them a replacement; ensure that the damaged bag is recycled.
I put 4) as best and 1) as worst
You are working on the shop floor at a Sainsbury's store. A customer approaches you and hands you a broken vase that they found on the shelf. The customer explains to you that they would like to buy this type of vase that is not broken and asks if you can check for one in the warehouse. The customer also tells you that there is some broken glass on the floor by the vases.
What is the very best/worst course of action?
1) Ask a colleague if they can clear the broken glass and whilst you find a good vase for the customer.
2)Tell the customer that you have no idea how it got broken.
3)Find a good vase for the customer and then clear the broken glass.
4)Tell the customer you will not charge them for breaking the vase.
I put 1) as best for safety/service and 2) is worst
You are working on a nightshift in a Sainsbury's store. Sometimes deliveries arrive at the store during the night. You are re-stocking the shelves in the General Merchandising department. Your Team Leader has asked you to re-stock the iPods, phones and cameras shelf. The box the iPods came in had already been opened. This is strange because stock should come in boxes that are closed.
What is the very best/worst course of action?
1)Use the check list in the box to make sure all the iPods are there.
2)Continue to put the stock out and try to reach your replenishment target for the night.
3)Call the Team Leader to assess the situation.
4)Speak to the delivery colleagues when they come in next.
I put 1) is best and 4) as worst
You are working in the fruit and vegetable department of a Sainsbury's store. Your task today is to re-stock the fruit and vegetables which are running out. As you walk through the aisle you notice that there are no more bananas left on the shop floor. You check in the warehouse and find a crate of bananas which are very ripe. You check the colour of the bananas against a colour chart which helps you to decide whether they are ok to put onto the shop floor. You find that the bananas are just about ok.
What is the very best/worst course of action?
1) Put the bananas out onto shop floor and keep an eye on how they are selling.
2)Put the bananas out for disposal.
3)Ask your Team Leader what you should do.
4)Move the bananas towards the front of the store so that they sell quickly.
I out 1) is best and 2) is worst as youre wasting resources
You are working on the shop floor at a Sainsbury's store. It is coming up to the Christmas holidays and the store is preparing for this busy period. When you pass the customer service desk you see a long queue of customers waiting. There is only one colleague dealing with the queuing customers. At the same time, there is a cashier at the kiosk which is close by.
What is the very best/worst course of action?
1)Speak to the customers in the queue to see if you can deal with their queries.
2)Ask the cashier if they are able to help the customers waiting at the customer service desk.
3)Join your colleague at the customer service desk and help resolve the customer queries.
4)As there are not any Customer Service Assistants available; look around the store to see if there is another shop floor colleague who can support at the customer service desk.
I put 3) is best and 2) is worst, but im not sure
You are working on the shop floor at a Sainsbury's store. You are working in the General Merchandise ‘home and lifestyle’ department of a Sainsbury's store. It is a busy day during Christmas and there are many parents shopping with their children. In the toy section you see a child that is alone and looks lost. You notice the child starts playing with the toys on the shelves. You approach the child and they inform you that they do not know where their parents are.
What is the very best/worst course of action?
1)Keep an eye on the child to make sure an adult picks them up.
2)Take the child to the customer service desk and make an announcement to try and find the child’s parent.
3) Let a Team Leader know about the child and wait with the child until they arrive. 4)Take the child to look for their parents.
I put 2) is best and 1) is worst
You are working on the shop floor at a Sainsbury's store. Today you are working in the General Merchandise department where there are many customers waiting to be served. Some customers would like information about electronic products and others just want to pay for the products they have chosen. In addition, the phone in the department is ringing.
What is the very best/worst course of action?
1)Serve the customers who are waiting for you and then pick the phone up.
2)Ask for help on the General Merchandise department.
3)Pick up the phone; then see the customers.
4)Try and deal with the telephone query and the customers in front of you at the same time.
I put 2) is best and 4) is worst